Job Description

We're looking for a Technical Software & Support Representative

to provide expert service and application support for our Histology and Labeling equipment. In this role, you'll manage LIS applications, system workflows, and upgrades while acting as the bridge between our development teams and end users. You'll troubleshoot and resolve technical, application, and software issues--primarily via phone and email--while documenting and tracking all cases in ServiceMax and/or Salesforce. Your work will ensure smooth system performance, identify and escalate systemic issues, and deliver the high-quality support our customers expect.

Location:

Kalamazoo, MI - Hybrid Role

What you will be doing:

Receive and process customer phone calls and emails, providing technical assistance, troubleshooting support and follow up.



Responds to problems by listening, clarifying, understanding, and taking action.



Assist with calls regarding product discrepancies, document appropriately and follow-up where necessary.



Basic ability to read and understand technical materials such as schematics and diagrams found within service documentation.



Proper documentation of potential critical complaints to assist Quality team with complaint follow up.



Proper documentation for escalated customer complaints to assist Service Managers with documentation of escalation.



Work with internal teams to update database and correct information discrepancies surrounding warranty's, facility locations, general customer information.



Record daily calls and all appropriate information in Service Max system.



Provide technical support for Field Service and Sales teams, Customer Service, and other Epredia personnel regarding product complaints, inquiries, availability, and catalog numbers.



Troubleshoot, investigate, repair, and document customer complaints of inventory within the department for quick turnaround.

Skills you will need:

2+ year of customer service experience.



high school diploma or GED required, Bachelor's degree preferred.



Demonstrated technical product support including troubleshooting strongly preferred, must be customer facing, phone based, or other documented function.



Demonstrated computer skills required to include Windows environment. ERP computer experience strongly preferred.



Critical thinking and logical troubleshooting skills.



Experience working IT, network, IP Address.



Strong focus on building customer relationships.



Comfortable using and explaining technology.



Proficiency in fast-paced multi-tasking with strong problem solving skills.



Eagerness to learn new technologies.



Strong problem-solving skills with the ability to ask probing questions to come to a resolution.



Strong computer navigation skills and PC knowledge.

The hiring range for this position is:

$49,500-$66,000, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. Epredia offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more.



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